Front Desk Agent

June 12, 2024

Mainstay Suites

Stanley

JOB SUMMARY
Perform sales and customer service functions related to guest registration, process reservations and revenue collections in a manner that will ensure that guests receive a secure place to stay with friendly attentive service.
Pay is starting without experience and higher starting pay may be available to those applicants who have proven experience and capabilities to add extra value to the properties.
ESSENTIAL FUNCTIONS:

Recognize, greet, extend warmth and hospitality to guests.
Check guests in and out of the hotel, make reservations and keep the front office in order. Verify departure dates and offer future reservations.
Treat all walk ins, phone calls, conversations and reservations as an opportunity to get a lead and probe for cross-sell business. Close the sale.
Review in-house guest list daily for potential leads.
Collect business cards and email addresses from each guest.
Occasionally work with the General Manager to book room nights when particularly urgent lead has been uncovered.
Follow up on leads immediately.
Utilize lead sheets to track leads.
Administer hotel guest payment policies.
Handle hotel phone system and transfer calls. Take messages for guests, as well as hotel staff, when necessary.
Take, modify and cancel guest reservations, noting any special requests. Input in reservation system for inventory accuracy.
Assist in the verification, balancing and revenue maximization of hotel’s suite availability.
Coordinate with other departments to fulfill guest special requests.
Communicate property facilities, amenities and services to guests at check-in. Answer guest questions regarding local area facilities.
Responsible for shift cash transactions.
Responsible for maintaining hotel key control policy and security.
Administer guest safe deposit boxes.
Ensures Quality Assurance Scores and Goals from franchise and New Leaf Hospitality (NLH) are met consistently.
Know hotel emergency procedures.
Inform Housekeeping of vacant dirty rooms, as guests’ checkout.
Update room status as Housekeeping notifies the desk of changes.
Read and communicate through the Logbook daily.
Track status of rooms used for tours and status of rooms in Maintenance.
Operate all equipment in correct and safe manner.
Notify General Manager in a timely manner of any “out of the ordinary” activity or emergencies.
Notify Housekeeping and Maintenance of any reported problems with rooms or grounds.
Provide support and understanding of all department’s functions and duties.
Performs other reasonably related duties as assigned by the General Manager or other management as required.